Lucent Technologies Definity Systems Little Instruction Book For Advanced Administration

							555-233-757
Comcode 108600834
Issue 1
April 2000 
						

							Copyright 
Ó 2000, Lucent Technologies 
All Rights Reserved
Printed in U.S.A.
Notice
Every effort was made to ensure that the information 
in this book was complete and accurate at the time 
of printing. However, information is subject to 
change.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your 
telecommunications system by an unauthorized 
party, for example, persons other than your 
company’s employees, agents, subcontractors, or 
persons working on your company’s behalf. Note 
that there may be a risk of toll fraud associated with 
your telecommunications system and, if toll fraud 
occurs, it can result in substantial additional charges 
for your telecommunications services.
You and your system manager are responsible for 
the security of your system, such as programming 
and configuring your equipment to prevent 
unauthorized use. The system manager is also 
responsible for reading all installation, instruction, 
and system administration documents provided with 
this product in order to fully understand the features 
that can introduce risk of toll fraud and the steps that 
can be taken to reduce that risk. Lucent 
Technologies does not warrant that this product is 
immune from or will prevent unauthorized use of 
common-carrier telecommunication services or 
facilities accessed through or connected to it. Lucent 
Technologies will not be responsible for any charges 
that result from such unauthorized use.
Lucent Technologies Fraud Intervention
If you suspect that you are being victimized by toll 
fraud and you need technical support or assistance, 
call Technical Service Center Toll Fraud 
Intervention Hotline at +1 800 643 2353. 
Federal Communications Commission Statement
Part 15: Class A Statement. This equipment has 
been tested and found to comply with the limits for a 
Class A digital device, pursuant to Part 15 of the 
FCC Rules. These limits are designed to provide 
reasonable protection against harmful interference 
when the equipment is operated in a commercial environment. This equipment generates, uses, and 
can radiate radio frequency energy and, if not 
installed and used in accordance with the instruction 
manual, may cause harmful interference to radio 
communications. Operation of this equipment in a 
residential area is likely to cause harmful 
interference, in which case the user will be required 
to correct the interference at his own expense.
Ordering Information
Call: Lucent Technologies Publications Center
Voice +1 888 582 3688 
Fax +1 800 566 9568 
International Voice +317 322  6416
International Fax +317 322 6699
Write: 2855 N. Franklin Rd.
Indianapolis, IN 46219 USA
Order: Document No. 555-233-757, Issue 1 
Comcode 108600834, April 2000 
You can be placed on a Standing Order list for this 
and other documents you may need. Standing Order 
will enable you to automatically receive updated 
versions of individual documents or document sets, 
billed to account information that you provide. For 
more information on Standing Orders, or to be put 
on a list to receive future issues of this document, 
please contact the Lucent Technologies Publications 
Center.
European Union Declaration of Conformity
Lucent Technologies Business Communications 
Systems declares that DEFINITY equipment 
specified in this document conforms to the 
referenced European Union (EU) Directives and 
Harmonized Standards listed below:
EMC Directive89/336/EEC
Low Voltage Directive73/23/EEC
The “CE” mark affixed to the 
equipment means that it 
conforms to the above Directives.
Acknowledgment
This document was prepared by the Product 
Documentation Development group, Lucent 
Technologies, Denver, CO USA.  
						

							 
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DEFINITY System’s Little Instruction Book
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Checklist for adding a new phone user
Use this checklist to ensure each user’s information is complete and 
accurate for all of your company’s applications.
Add new user information to your:
o switch (specify location, if you have more than one)
o voice messaging system
o special groups:
— coverage path groups
— hunt groups
— pick-up groups
— other groups: 
o call management system (CMS, BCMS)
o other company databases:
o __________________________________________________
o __________________________________________________
Checklist for removing a user
You may need to delete a user’s messages from your messaging 
system before you remove the user from your switch. To keep the 
mailbox, set the station port to ‘X’ when the user leaves.
Delete user information from your:
o switch (specify location, if you have more than one)
o voice messaging system
o special groups: (use list usage ext to find all references to this user)
— coverage path groups
— hunt groups
— pick-up groups
— other groups: 
o call management system (CMS, BCMS)
o other company databases:
o __________________________________________________
o __________________________________________________ 
						

							DEFINITY System’s Little Instruction Book
for advanced administration  
555-233-757  Issue 1
April 2000
 
iv  
Credits
Patrons Curtis Weeks
Supporters Ed Cote, Randy Fox, Jerry Peel,
Pam McDonnell
Writers Renee Getter, Cindy Bittner,
Greta Cleary, Kim Livingston,
Jay Winstead
Graphics Laurie King, Karen Consigny
Production Meg Harrington
Contributors Cathi Schramm, Robert Plant,
John O’Keefe
Web/CD Production Ellen Heffington, Jacki Rosellen
Special Thanks to
Kim Santich — Customer Champion; Steven Gaipa —
Marketing; Rick Thompson — DEFINITY User Group; Doug 
Schneider, Marcia Bubeck, Barry Bunch, Dan Selvig, and Pat 
Dolphin — DEFINITY Helpline; Dave Bancroft, Pam Terry, 
and R. D. Wood — Technical Service Center; Sherilyn 
McDaniel, Norma Kugler, and Dorothy Quintana — Lucent 
Switch Administrators 
						

							 
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DEFINITY System’s Little Instruction Book
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Welcome ix
nWhy another instruction book?ix
nWe wrote this book for you!ix
nWhat information is in this book?x
nHow to use this bookxi
nSecurity concernsxiii
nTrademarks and service marksxiv
nRelated booksxiv
nTell us what you think!xv
nHow to get this book on the webxv
nHow to order more copiesxvi
nHow to get helpxvii
Managing trunks 1
nUnderstanding trunks1
nAdding trunk groups4
Setting up night service 9
nSetting up night service for hunt groups10
nSetting up night station service11
nSetting up trunk group night service13
nSetting trunk answer from any station15
nHow do night service types interact?17 
						

							 
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Managing announcements 19
nWhat is an announcement?19
nAdding announcements21
nRecording announcements23
nDeleting announcements25
nBacking up your announcements26
Managing hunt groups 27
nWhat are hunt groups?27
nSetting up hunt groups28
Setting up a queue31
Adding hunt group announcements33
nCall distribution methods35
Managing vectors and VDNs 37
nWhat are vectors?38
Writing vectors38
Allowing callers to leave a message43
Inserting a step47
Deleting a step48
Diagnosing a vector problem49
nVector Directory Numbers50 
						

							 
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Using reports 53
nUsing report scheduler53
Setting printer parameters53
Scheduling and printing reports55
Listing scheduled reports56
Changing scheduled reports57
Removing scheduled reports58
nAnalyzing report data59
nUsing attendant reports59
Measuring attendant group traffic60
Measuring individual attendant performance61
Measuring attendant group performance61
nTrunk group reports62
Summary of trunk group activity62
Hourly trunk group activity63
Out-of-service trunks64
Current trunk group status65
Least used trunks65
nMeasuring call center performance66
What should I measure?66
How many people can use switch reports?67
Viewing hunt group reports68
nUsing security reports69 
						

							 
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Understanding call centers 71
nWhat is a call center?71
nPlanning a call center72
Setting up the call flow73
Testing the system75
Monitoring your call center76
Viewing system capacity77
nUnderstanding Automatic Call Distribution77
Enhancing an ACD system78
Selecting a call management system79
Glossary 83
Index 91
Helpful BCS Customer Catalogs Inside back cover 
						

							DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
Welcome 
ix Why another instruction book? 
Welcome
Why another instruction book?
You’ve told us that you want more step-by-step instructions on 
administration tasks for your DEFINITY system. Here they are! 
This book contains instructions for completing tasks that were not 
covered in DEFINITY System’s Little Instruction Book for basic 
administration. Some steps may vary a bit between the different 
versions of DEFINITY, but the instructions provided will help 
you through the most basic operations.
We wrote this book for you!
Use this book if you are a DEFINITY system administrator. Mark 
it up, make notes in it, and use it daily. If you are a new 
administrator taking over the position from someone else or if 
you simply want to refresh your memory, this book is for you. 
						

							Welcome 
x What information is in this book? 
DEFINITY System’s Little Instruction Book
for advanced administration  555-233-757  Issue 1
April 2000
What information is in this book?
The Little Instruction Book for advanced administration is 
divided into sections to help you find information about advanced 
topics.
Managing trunks describes the different types of trunks and how 
to add a trunk group. 
Setting up night service explains how to set up night service and 
explains how different types of night service work together.
Managing announcements explains how to add, record, change, 
delete, and back up announcements.
Managing hunt groups describes how to set up hunt groups. It 
explains how calls to a hunt group are handled and shows you 
different call distribution methods.
Managing vectors and VDNs provides an overview of vectors 
and Vector Directory Numbers (VDN). It gives you basic 
instructions for writing simple vectors.
Using reports describes how to generate, list, print, and schedule 
some of the basic reports on your DEFINITY system. It also 
explains when to use some common reports and how to interpret 
the report information.
Understanding call centers gives an overview of call centers. It 
shows how to set up a simple inbound call center and lists things 
to consider as you plan and design your center.